问答题 {{B}}Complaint letter{{/B}} 1. Writing complaint letter Writing a complaint letter is often an undesirable task, but if it is done well, the end result can be very rewarding. Complaint letters can be used for the purpose of having products replaced or money refunded, for changing company policy or government legislation, for influencing the media, and so forth. Often a complaint letter is more effective than a simple phone call or e-mail message. Furthermore, in many cases, the formality of a complaint letter can add seriousness to the situation that will bring results. When writing your complaint letter, identify a definite purpose and outcome that you want to achieve, and indicate those ideas clearly in your letter. How to Write a Complaint Letter: (1) Start your letter with something positive in order to soften the blow of your complaint and so that the company or entity will be more willing to work with you. (2) Open the next paragraph with a sentence that begins to allude to the problem. (3) In the last paragraph, mention that you would like to continue to use the company's products or services, or to continue to be a customer of the store. Then, suggest why it is in the other party's best interest to grant your request: you might mention the importance of maintaining a good reputation or keeping you as a customer. In other words, give them a positive reason to want to resolve the concern. As you close your letter, express confidence that your complaint will be taken care of. Finally, thank the company or other entity for handling your complaint, Sample Letter Re. Order No. 768197 Dear Mr Choi, I am writing to inform you that the goods we ordered from your company have not been supplied correctly. On 20 April 2009 we placed an order with your firm for 12 000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1 200 batteries. This error put our firm in a difficult position, as we had to make some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience. I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies. I look forward to hearing from you by return. Yours sincerely, J. Wong Purchasing Officer 2. Replying complaint letter If we received a complaint letter, there would be two possibilities: 1. Accepting the complaint If we are sure that we are at fault. If it is related to goods/products, we are sure that the defects are due to poor quality control or other manufacturing process. 3. Rejecting the complaint We could reject the complaint or claim, if the cause of the problem were beyond our responsibility. For example, the defects were caused by careless handling during unloading process. In handling complaints, both parties should have goodwill to settle the problem objectively. Sample Letters Dear Mr Wong, Please accept our apologies for the error made by our company in filling your order no. 2639/L dated Friday, 24 April 2009. You ordered 12 000 size Ultra super-long-life premium batteries, but our dispatch office sent 1 200. This was due to a typing error. The balance of 10 800 batteries was dispatched by express courier to your store this morning and will arrive by Thursday, 7 May 2009. Since we value your business, we would like to offer you a 10% discount off your next order with us. We look forward to receiving your further orders and assure you that they will be filled correctly. Yours sincerely, David Choi Distributions Manager Dear Mr Wong, Thank you for your letter of Friday, 24 April 2009 regarding your order no. 2639/L. We understand that this is a difficult situation for you. We have investigated the situation, and found that you ordered 12, 00 size Ultra super-long-life premium batteries. Please see the enclosed copy of your order form. Our dispatch office therefore sent 1 200. If you need the remaining batteries urgently, the balance of 10 800 batteries can be dispatched today by express courier to your store and would arrive by Thursday, 7 May 2009. Please phone me at the number given above if you would like to order these batteries. We look forward to receiving your further orders. Yours sincerely, David Choi Distributions Manager {{B}}Practice{{/B}} 1. Please write a complaint letter according to the following information. I attended your exhibition Sound Systems 2009 at the Fortune Hotel(22-25 January)and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organizational problems. 2. Please write a letter to reply a complaint letter. In this letter you are replying to a letter of complaint regarding the error of goods.